Dissertation > Transportation > Rail transport > Special railway > Urban railway, suburban railway

Study on Evaluation and optimization of rail passenger service quality city

Author JiaoLiLi
Tutor XuYongNeng
School Nanjing University of Technology and Engineering
Course Vehicle Operation Engineering
Keywords Urban rail transport Passenger services quality Index system Evaluationmodel QFD
CLC U239.5
Type Master's thesis
Year 2013
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In order to solve the growing problem of urban traffic congestion, many nations have been starting to pay more attention to the development of urban public transport. In recent years, as the sustainable public transport, urban rail transit system has made considerable development in the world for its convenience, safety, reliability, punctuality and the outstanding performance in many aspects, such as solving the urban traffic congestion, improving the structure of urban space, protecting the urban environment, saving urban land resources, and promoting urban smart development etc. Operation safety, as the lifeline of urban rail transit, is the most important reflection of humanity. For implementing the management of operation safety completely, in addition to ensuring the safety of train, urban rail transit service quality must be improved first of all. At the same time, it is necessary to meet the growing demand of vehicle efficiency, efficacy and passenger comfort level. Therefore, in order to attract passengers and elevate urban rail transit service quality, the study on objective evaluation methods and promotion strategy of urban rail transit system should be paid highly attention to.It is an important task for establishing standard evaluation model and index system of passenger service quality to analyze the factors objectively and comprehensively, which influences urban rail transit service quality. According to the features of urban rail transit service, the main influencing factors of the service levels have been analyzed from two aspects of transit user perceptions and enterprise operation. The Evaluation Criteria System has been developed and then the digital scale quantitative indicators have been used. By using AHP method and factor analysis method, the relative importance weight has been determined. Based on the evaluation system, this article establishes evaluation model of urban rail transit service quality. By Comparing with American Customer Satisfaction Index (ACSI) model, it analyzes the characteristics and superiority of the model comprehensively. At last, this article solves the evaluation model by using PLS.To apply and evaluate the model more objectively, the author made field survey in Nanjing metro stations, this article selects data that can reflect urban rail transit service quality level which is adapt to the index system, using SPSS to analyze the rail transit service quality of Nanjing metro, at the same time, this article makes analysis and comparison to the result of rail transit service quality according to data of metro operation corporation. Using QFD, this article analyzes the passenger key quality of service on the demand of Nanjing metro passenger services and makes use of Three-phase mode, methods and strategies are proposed to optimize the quality of passenger service of Nanjing metro passenger services.

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